Delivered a secure Bitrix24 contact center with voice, chat, and social integration, enabling 24/7 support and a 28% CSAT increase.
+28%
CSAT Uplift
3 weeks
Agent Ramp
19%
AHT Reduction
The telco lacked a unified engagement platform, resulting in fragmented support queues, inconsistent SLAs, and no unified reporting.
We engineered a hybrid Bitrix24 deployment with AI-powered routing, IVR orchestration, and sentiment-aware chatbots that feed a unified agent desktop.
Voice, chat, and social inquiries flow into a single workspace with contextual history and knowledge automation.
Routing algorithms evaluate intent, skill profiles, and live load to match customers with the best available agent or bot.
Executive dashboards expose SLA compliance, workforce utilization, and predictive escalation signals across sites.
Service teams raised CSAT by double digits, reduced average handle time, and gained real-time command center dashboards for proactive response.